• Resolved trxtraveller

    (@trxtraveller)


    Paypal has been pestering me beyond belief (2 phone calls a day, voicemails, emails) about using the new woocommerce plugin. I have installed and tested it. It is extremely bug-ridden and has a very poor consumer journey unless I am missing something?:

    for example:

    1 – the standard paypal plugin, it allows the user to checkout as a guest and pay on the PayPal checkout screen…

    2- the new papyal plugin, it requires the user to be taken back to the seller website to then confirm payment for a second time. adding an extra step to the purchase journey. This is VERY BAD and will affect drop off rates

    3 – when a user tries to checkout as guest, they HAVE TO sign up for a paypal account or they cannot checkout. Again, this is terrible. They are enot allowing anyone to purchase without forcing them to sign up

    4 – paylater messaging showing the instalment amounts, does not work and why have two different buttons at a key purchase point (checkout) adding to decision and confusion fatigue. It should be one purchase button and then the ability to select once payment PayPal page loads

    There are a lot of issues. Why would anyone want to use this plugin with so many problems?

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @trxtraveller,

    Thanks for opening a support thread as we can’t provide support in the review section.

    Anyway, to better understand the express checkout flow (buttons on non-checkout pages), please have a look at the documentation here: https://woocommerce.com/document/woocommerce-paypal-payments/#paypal-on-non-checkout-pages
    The popup window on the non-checkout pages serves the purpose of selecting an address and authorizing the payment. The actual payment confirmation happens in your native WooCommerce Checkout page which will already contain the user billing address information. This is how the buttons on the non-checkout pages have always worked, also with previous integrations.

    Regarding 3)
    In most cases, a PayPal account is not required for guest credit card payments so the assumption is not quite accurate: https://woocommerce.com/document/woocommerce-paypal-payments/#paypal-card-processing-acdc It depends on several factors though and PayPal decides in the end.
    With the PayPal Card Processing though, users would never be required to log into a PayPal account for credit card payments as this is a separate payment method.

    Regarding the Pay Later messaging 4):
    Can you provide more details about what does not work exactly? Could you maybe provide a screenshot of what you see instead of the installment amounts?
    It depends on the region, but for the US, the installments are only displayed between $30 to $1,500: https://developer.paypal.com/docs/checkout/pay-later/us/
    Unwanted payment buttons can be hidden with the Hide Funding Source(s) setting.

    Can you elaborate on the bugs you have been experiencing?
    Most of what you mentioned appears to be more of a misunderstanding rather than actual bugs. We are working on extending the documentation though, so if anything, in particular, is not clear then please let us know so we can do a better job at explaining.
    Thanks!

    Kind regards,
    Niklas

    Thread Starter trxtraveller

    (@trxtraveller)

    Thanks for your response but I’m afraid palming them off as misunderstandings and assumptions is incorrect.

    Please find below screenshots as a reference to your points:

    Your first response:
    `Anyway, to better understand the express checkout flow (buttons on non-checkout pages), please have a look at the documentation here: https://woocommerce.com/document/woocommerce-paypal-payments/#paypal-on-non-checkout-pages
    The popup window on the non-checkout pages serves the purpose of selecting an address and authorizing the payment. The actual payment confirmation happens in your native WooCommerce Checkout page which will already contain the user billing address information. This is how the buttons on the non-checkout pages have always worked, also with previous integrations.`

    This is incorrect. On the previous intergeneration and with the current standard Paypal WOOcommerce plugin: A user can pay directly on Paypal, as seen here – https://trxtraveller.com/one.png with the pay now button. And then return to the confirmation page on the seller’s website. This is good UX.

    Now the user must go back to the seller’s website to reconfirm the order, as seen here – https://trxtraveller.com/two.png after selecting ‘agree and continue’. This adds an extra step and will increase drop off rates. Bad UX. They should, as with the original plugin, be able to purchase after entering their details on Paypal.

    Your second response:
    Regarding 3)
    In most cases, a PayPal account is not required for guest credit card payments so the assumption is not quite accurate: https://woocommerce.com/document/woocommerce-paypal-payments/#paypal-card-processing-acdc It depends on several factors though and PayPal decides in the end.
    With the PayPal Card Processing though, users would never be required to log into a PayPal account for credit card payments as this is a separate payment method.

    Here is a screenshot that requires I to sign up after selecting guest checkout – https://trxtraveller.com/three.png When I click the button ‘agree and continue’ at the bottom of the paypal popup after entering payment details, all these boxes highlight red and there is no option to checkout without signing up to Paypal. It completely defeats the object of selecting ‘guest checkout’ and again the consumer will exit

    The key thing in my opinion is that you’ve added an extra payment step.

    Plugin Support Syde Niklas

    (@niklasinpsyde)

    Hi @trxtraveller,

    Not attempting to disregard your concerns, instead, I’m trying to clarify them based on the provided information.
    Regarding the checkout flow:

    PayPal Standard does not provide an express checkout feature. Since this is not an option, it can’t be directly compared to the PayPal Payments express checkout from the non-Checkout pages.
    When comparing these two integrations, only the actual checkout gateways can be compared.

    PayPal Standard creates a checkout gateway that forwards the user to PayPal (full-site redirect). The regular flow is like this:
    -visits the product page
    -adds a product to the cart
    -visits Checkout page
    -provides billing information
    -select PayPal gateway and click “proceed to PayPal”
    -full-site redirect to PayPal, the user logs in and confirms the payment at PayPal
    -redirect back to WooCommerce order-received page

    From the Checkout page, PayPal Payments works the same way with the difference that the user is not forwarded with a full-site redirect to PayPal but instead confirms the payment in the PayPal popup window. Strictly speaking, the PayPal Payments checkout flow actually requires one less click compared to Standard as it does not display a PayPal confirmation page.

    Anyway, the checkout flow that has been referred to in this thread is the express checkout flow from the non-Checkout pages which usually looks like this:
    -visits the product page
    -clicks PayPal button
    -popup window opens where the user logs in, selects a billing/shipping address & pre-authorizes the payment
    -buyer is forwarded to the WooCommerce Checkout page with pre-filled billing details
    -buyer selects the shipping method & accepts site terms to then confirm the payment with the “Place order” button in your native WooCommerce Checkout page
    -redirect to WooCommerce order-received page

    Now the user must go back to the seller’s website to reconfirm the order, as seen here – https://trxtraveller.com/two.png after selecting ‘agree and continue’. This adds an extra step and will increase drop off rates. Bad UX. They should, as with the original plugin, be able to purchase after entering their details on Paypal.

    The “original” PayPal Standard integration did not provide such an express checkout feature so there is no “extra step”. The express checkout in the previous PayPal Checkout plugin was working almost identical and the benefit is the buyer not having to enter their address details on your Checkout page. The payment confirmation does not happen in the popup window but instead in your native Checkout page.
    If you are looking for a way to skip this final review on the Checkout page, you may want to look into this plugin instead as it provides a relevant setting.
    There are currently no plans to add a feature like this to PayPal Payments as it would be primarily interesting for shops that sell virtual products only and have no terms to accept (where shop seemingly falls into). Once there is shipping, taxes, or terms to accept involved, this can be more difficult to get right if there is no final review.

    Regarding credit card payments, the most streamlined way to ensure your buyers can purchase with credit cards without a PayPal account is by enabling the PayPal Card Processing: https://woocommerce.com/document/woocommerce-paypal-payments/#paypal-card-processing
    This provides an unbranded gateway specifically for credit card payments that can be used without a PayPal account.

    As mentioned in my previous response (and in the documentation here), a PayPal account is not required in most cases for Standard Card Payments but there can be some scenarios where PayPal requests one. This depends on factors that are outside of the control of the plugin though. Using the PayPal Card Processing for card payments is the best way to prevent PayPal from requesting an account.

    I hope that makes it more clear.

    Kind regards,
    Niklas

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello,

    I am marking this thread as resolved since we have not received any response for over a month. Please open a new thread if our support is still required.

    Kind regards,
    Joost

Viewing 4 replies - 1 through 4 (of 4 total)

The topic ‘Terrible functionality and UX’ is closed to new replies.